AccountId: 011433970860
ContactId: 4f9222ba-d051-40dc-b509-0584cc6afbab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445399 ms
Total Talk Time (AGENT): 153277 ms
Total Talk Time (CUSTOMER): 162659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4f9222ba-d051-40dc-b509-0584cc6afbab_20250311T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] I've got um [PII] with Crescent City um.
[CUSTOMER][NEUTRAL] On the phone she's at the agent's office. I verified her. She is calling about group number 26759.
[CUSTOMER][NEUTRAL] She called earlier because um they're trying to sign up for the online service center and because there's 3 companies they have to sign up for each company under each group number.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's asking a question about the master number um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, and uh so.
[AGENT][NEUTRAL] I don't know anything about that. Dang. It's not something I've worked on yet.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can I go ahead and transfer her and then maybe if you need to call her back you can or if you can find somebody like I am somebody to help her.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] What does your call back number?
[CUSTOMER][NEUTRAL] Uh, her callback number is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] I'm well. I understand you're asking about a master login for a few different groups.
[CUSTOMER][NEUTRAL] Yes, um, so initially when I called I found out that the.
[CUSTOMER][NEUTRAL] The HR needed to make separate logins for each group because they had their own group number um then somebody brought it to my attention that on the bill there is a master number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That is for each group, um.
[CUSTOMER][NEUTRAL] So they get one bill with the master number and they could see all the groups. I was just wondering if they can use the master number to make a log in instead of the group number and if that would have all of them linked to one account.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is that master number?
[CUSTOMER][NEUTRAL] 26759
[AGENT][NEUTRAL] Oh, OK, that's what she gave me. I apologize. Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you give me one of the um others that it's that's under that master group number?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh well, that's the equipment 26759. Let me see.
[CUSTOMER][NEUTRAL] I wonder why.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm not sure if that is.
[CUSTOMER][NEUTRAL] It says Master number 267559.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But um that's also Dean Equipment's group number. Another group number is 26764.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 1064.
[AGENT][NEUTRAL] OK, Dean services.
[AGENT][NEUTRAL] This is the first time I have um.
[AGENT][NEUTRAL] Worked with anything to do with the master number, so let me uh let's see here.
[AGENT][NEUTRAL] Let me ask a colleague real quick.
[CUSTOMER][NEUTRAL] Yeah and it's also it's also the one of the group's numbers so I'm not sure if they're already linked.
[AGENT][NEUTRAL] Yeah, I see them. I see the group master number under at least the um 26764. I see the group master number as the 26759 for that one. I'm just not sure how that would work on the OSC.
[CUSTOMER][NEUTRAL] And then there's also another one. I don't know if you want to check it it's 26765.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 75 was the last two?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] The last two digits of that last uh group number you gave was it 75?
[AGENT][NEUTRAL] 267.
[CUSTOMER][NEUTRAL] Oh, yeah, 26765.
[AGENT][NEUTRAL] 065, OK.
[AGENT][POSITIVE] Yes, I do see that it does have the great master.
[AGENT][NEUTRAL] I'm just, I see that in our system here I'm just not sure how that relates to our online service center. I'm trying to see if someone can help me out real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Yeah, because she logged in and made an account using Dean equipment group number which is the master number so I would think if there was a way to do it they would have already.
[AGENT][NEUTRAL] Right, it would be in there and that.
[CUSTOMER][NEUTRAL] Shown on there.
[AGENT][NEUTRAL] Um, thinking since it is its own group number.
[AGENT][NEGATIVE] But it's not gonna be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Possible, but let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, I do see, oh, not the right one.
[AGENT][NEUTRAL] OK, I do see the account set up for [PII].
[AGENT][NEUTRAL] For the 26759, the master number. Oh, my supervisor is, let's see, they have to set up an account for each group number. OK, so she's telling me that it's gonna have to be each one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I thought. I just wanted to double check.
[AGENT][NEUTRAL] She's saying one more thing, let me see what she's gonna say real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Got those 3 little dots telling me she's typing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That would actually be a nice feature to be able to log in under a master and be able to pull up different groups, so that might be something I could definitely submit for a suggestion she's still typing, I apologize.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, yeah, she's saying currently there's no way to access the master and all the groups under the master number. Each number is invoiced independently and we'll need to separate log in, so it's not available at this time.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Oh yes ma'am. Is there anything else I can help you with while I'm on the phone?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] All right, [PII] have a great rest of your week. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You have a good week too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.